Discovery calls: a guide for therapists

What is a discovery call?

A discovery call is a 15-minute introductory conversation between you and a client who is considering booking sessions with you. It is not a therapy session. The purpose is to understand what the client is looking for, briefly explain your approach, and see whether you and the client feel it is a good fit.

Think of it as a mutual fit-check. The client is deciding whether you are the right therapist for them, and you are deciding whether you are the right person to help. It is free for the client and free for you, and it is one of the most important steps in building a strong therapeutic relationship.

Before the call: how to prepare

1. Review the booking details

When you receive a new discovery call booking, open the appointment in your dashboard. Check the client's name, the date and time of the call, and the phone number they provided. Make a note of anything the client mentioned in their booking notes, such as what they are looking for or any preferences they stated.

2. Message the client through secure messaging

Before the scheduled call time, open the Messages tab in your therapist dashboard and send the client a short message. Introduce yourself, confirm the date and time of the call, and let them know how you will connect. Keep the message warm and brief. This first contact sets the tone for the working relationship.

3. Confirm the connection method

Agree with the client how the call will take place:

• Phone call - the simplest option for UK clients. You call the client at the scheduled time.
• Video call - using Google Meet or Zoom. The platform can generate a link automatically, or you can share your own Zoom room link.
• WhatsApp voice or video call - if the client prefers WhatsApp and you have a WhatsApp number set up for calls.

4. Prepare your space

A few minutes before the call, make sure you have a quiet, private space where you will not be interrupted. Test your phone or video setup, and have the client's details to hand. Treat the call with the same professionalism you would a full session.

During the call

• Keep it to 15 minutes. Respect the client's time and your own. If you need more time, suggest a full session.
• Listen first. Let the client explain what they are looking for before you talk about your approach.
• Be clear about what you offer. Briefly describe your therapeutic approach and how you work, in plain language.
• Do not provide clinical advice or treatment. The call is about fit, not therapy. If the client starts to share detailed clinical information, gently steer the conversation back to whether you are a good match.
• Check the practicalities. Ask about their availability, preferred session format (online or in-person), and how they plan to fund sessions (self-funding or insurance).
• Be honest. If you do not feel you are the right fit, say so. The client is better served by an honest answer than a reluctant yes.

When the client has an international phone number

Some clients book a discovery call using a phone number outside the UK. If you try to call that number directly from a UK phone, the call may fail, incur unexpected charges, or simply not connect. This is common with clients who are travelling, living abroad, or using a non-UK mobile.

How to handle it

1. Spot the international number early. When you review the booking, check the phone number. If it has a country code other than +44, treat it as an international call and plan accordingly.

2. Message the client before the call. Through secure messaging, ask the client how they would prefer to connect. Offer these options:

• A video call using Google Meet or Zoom
• A WhatsApp voice or video call, if they have WhatsApp
• A standard phone call, if they have a UK number or are happy to receive an international call

3. Offer a video call as the primary option. For international clients, a video call is usually the most reliable option. Share the Google Meet or Zoom link through secure messaging. If you have a personal Zoom room, you can share that link instead.

4. Use WhatsApp as a fallback. If the client does not have a stable internet connection for video, or prefers a voice call, WhatsApp is a good alternative. Many international clients already use WhatsApp. Share your WhatsApp number through secure messaging and agree on a time.

5. If none of the above work. Message the client to reschedule or to arrange an alternative time when they have access to a stable connection. If you have tried more than once and cannot reach the client, log the outcome as client no-show and add a note explaining the connection difficulty.

After the call: what to do next

1. Log the outcome

After the call, log the outcome using the secure link sent to you by email, or from your dashboard. The outcome options are:

• Continuing - the client wants to continue working with you
• Not continuing - the client does not want to continue (include a brief reason)
• Undecided - the client is unsure (note what is making them undecided and whether the practice lead can help)
• Client no-show - the client did not attend the call

2. Propose follow-up sessions

If the outcome is continuing or undecided, you can propose follow-up sessions (date, time, and format) for the client to confirm. This keeps the momentum from the discovery call and makes it easy for the client to take the next step.

3. Note the funding preference

When you log the outcome, note the client's funding preference:

• Self-funding - the client will pay directly
• Insurance - the client plans to use insurance
• Not sure - the client is unsure how they will pay

This helps the practice lead offer the right support, especially for insurance clients who may need authorisation before their first full session.

4. The platform follows up automatically

Once you log the outcome, the platform automatically sends the client an appropriate follow-up email. You do not need to send a separate message unless you want to add a personal note.

Important reminders

• All communication about the call should happen through the platform's secure messaging, not personal email or phone, to protect client confidentiality.
• Keep the discovery call to 15 minutes. It is an introductory conversation, not a therapy session.
• Do not provide clinical advice or treatment during the discovery call.
• Log the outcome promptly after the call so the client receives the right follow-up.
• Note the funding preference so the practice lead can support insurance clients in particular.